Certification reporting is an essential aspect of tracking and managing employee training and development. However, sometimes there can be discrepancies or issues with how certification completion is reported. In this blog article, we will explore a real-life scenario where a curriculum developer encountered a reporting issue in Adobe Learning Manager (ALM) and sought assistance from the support team. We will delve into the problem, the investigation process, and the resolution provided by the technical support engineer.
The Reporting Issue: An ALM admin noticed a discrepancy in the certification completion status of a learner /employee. Although the employee had scored only 50 out of 100 points in the exam, the completion status showed as “Certified.” This raised questions about how the completion status was determined and why the exam score did not align with the criteria set up as 80% min requirement.
Seeking Assistance: The curriculum developer reached out to a Customer Success Manager at Adobe to discuss the reporting issue. The Customer Success Manager promptly involved the support team to investigate the matter further.
Investigation and Resolution: A Senior Technical Support Engineer took charge of the investigation. After analyzing the provided files, it was discovered that the learner had attempted the quiz multiple times. The learner had initially passed the quiz with an 80% score on the second attempt. However, in the latest attempt (5th), the user scored only 50, which caused the report to display the latest score. It was clarified that once a learner successfully completes a quiz, they cannot be reverted back to a fail status in ALM by design. The reporting system updates the scores accordingly.
Future Certification Status: The admin had a query regarding the certification status of the employee in the future. Since the certification was valid for three months, it was inquired whether the employee’s status would change to “Assigned” again after the validity period. It was confirmed that the learner’s status would transition to “Assigned” when the recurrence occurs after the validity expires. Therefore, in three months, the employee’s status would display as “Assigned” again.
Conclusion: Certification reporting issues can arise due to various factors, such as multiple attempts, passing scores, and reporting system behaviour. In this case, the discrepancy between the exam score and the completion status was resolved by understanding the reporting system’s behaviour and the learner’s quiz attempts. Adobe’s support team provided valuable insights and clarified the future certification status for the employee. By addressing and resolving reporting issues, organizations can ensure accurate tracking of employee certifications and training progress.
Disclaimer: The information in this blog article is based on a real-life scenario but person/customer/business/organisation names have not been disclosed for privacy purposes.
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